We are exploring new ways to integrate mobile devices’ capabilities into every day staff duties and functions to expand services. In order to discover how mobile devices could replace desktop PCs in the provision of reference services, the traditional desk had to be removed. We physically removed the service desk in the Information and Reference Department (10,000 square feet of one of the busiest Main Libraries in America) and the results were surprising. This innovation requires a new mindset from both service and technology staff. As the Library’s current ILS has no vendor-provided method for running the non-web based staff software on a tablet, the Technology Operations staff experts have had to adjust and manipulate technology to make this new model a possibility.

Building on the success of the Information and Reference Department’s usage of mobile devices to provide reference assistance to customers at the Main Library, the Westwood Branch began piloting a similar project. During designated time periods over several months, Westwood’s staff provided all types of customer service (including circulation functions) using only tablet devices. The tablets offer easy access to the Library’s ILS and online reference resources. The devices allow staff to search the catalog and place holds, introduce customers to eBooks, demonstrate use of the mobile app, and perform most basic circulation functions.

The goal of this pilot project is to enable staff in both Main Library and branch locations to better assist customers by “meeting them where they are”. All levels of staff are participating in this new service model. Current construction projects feature the mobile service model, eliminating the inclusion of circulation and reference desks at three new branch locations which will open in 2015. One obstacle for mobile service has been the lack of a vendor-provided web or app-based option for our ILS. We internally developed a “customer look-up tool” available on our intranet. This one small innovation has had significant positive impacts on staff capacity to effectively serve customers in the mobile environment.